We will welcome you in a global team and in a friendly work environment where you can professionally evolve. Looking forward meeting you!

Cerinte

• At least C1 on English
• 1 year experience in the BPO industry, in a similar position;
• Communication and Coaching skills;
• Customer Orientation ;
• Presentation skills;
• Drive for excellence .

Responsabilitati

Responsibilities / Accomplishments

1. Driving Operational Excellence

• Responsible for delivering to agreed service levels and define key performance indicators/project milestones;
• Ensure VOC (Voice of Customer) scores are met or exceeded once the process moves to production;
• Ensures strategy, structure, staffing, skills, style and processes are synergistic with the vertical’s objectives;
• Based on business viability provide input to business regarding SLA’s
• Implement Company policies and goals/KPY’s and the long-term business planning and forecasting;
• Ensure high asset utilization and productivity.

2. Quality Assurance

• Initiates and ensure installation and functioning of the process quality control system;
• Identifies and promotes opportunities for improvements – based on trend analysis and risk assessment;
• Drives continuous improvement by leading, stimulating and monitoring of necessary resource allocation and project completion;
• Ensures compliance with company policies and commitments
• Tracks and maintains responsibility for all quality ratings, with regular meetings with Quality leader, for the vertical.

3. Transition and Projects

• Adherence to transition rigor and timelines;
• Minimize customer risk during transitions;
• Maintain project time- sheet / plans;
• Co-ordinate own responsibilities with those of other team members, so that no project is delayed.

4. Leadership Excellence

• Hiring and Manpower planning;
• Conduct interviews and maintain healthy pipeline for attrition and effective backfill;
• Accountable for the integrity of key human resource processes including career development, salary review, resourcing approach and performance management;
• Design and adhere to the Employee Appraisals Process;
• Conduct one on ones on monthly basis and half yearly and yearly appraisals;
• Coach direct reports on performance improvement and career development and set performance goals;
• Ensure that credit is given to others who contribute to team well-being;
• Seek customer appreciation of the team and convey it to the employees;
• Internally review team’s potential and capabilities;
• Resolve Executives’ conflict with sensitivity, tact and fairness;
• Ensuring Training Modules and Training Plans are in place for all processes.